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Boohoo products and deleivery/refund are good for the price but could be better

I ordered a few items from boohoo and <external link removed> in size S/M fit really nice and the other grey dress in size 10 was huge, I had placed my order because I want the grey dress mostly but got a few extra bits as well. I was dissapointed the grey dress was so big and would have liked to of just done a direct exchange but you don't offer this so I decided to just get a refund. I sent the grey dress back recieved no email or word that it had been recieved or that my refund was being processed so I emailed to find out to which I got a reply yes it has been recieved and yes your refund will be issued back to you. I didn't understand why I had to ask surely that email should have been sent to me as soon as the products arrived back with you. Also the <external link removed> dress after one wash all the colour has faided alot and looks no way near as nice as it did. I think from this experience has made me decide to use <external links removed> more as it's so much easier to get an exchange and only use Boohoo if I really can't get what i'm after else where and i'm 100% sure I want it and it'l fit.
    boohoo.com
    TrustScore 7.9 / 10
    93,090 Reviews

    Reply from boohoo.com

    Hi Julia,

    We are very sorry that you have had a bad experience shopping with us. We pride ourselves on delivering the best quality of product the most affordable prices for our customers. The vast majority of the reviews that we receive about our products are very positive, but we take any issues very seriously and look to constantly improve our products, taking learnings through customer feedback and items that are returned due to faults or quality issues.

    I am very sorry that we do not currently offer an exchange service, this may be something we to in the future. As stated in our returns policy, we do ask that customers allow 21 days for refunds to be issued.

    Kindly note, this dress may be returned as a faulty item due to it not retaining it's colour. Please contact us at customerservices@boohoo.com so that we can arrange this.

    I hope this does not deter you from shopping with us in the future.

    Kind regards,
    Emz
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